APA (7th ed.) Citation

Zemke, R., & Schaaf, D. (1989). The service edge: 101 companies that profit from customer care. New American Library.

Chicago Style (17th ed.) Citation

Zemke, Ron, and Dick Schaaf. The Service Edge: 101 Companies That Profit from Customer Care. New York, N.Y.: New American Library, 1989.

MLA (9th ed.) Citation

Zemke, Ron, and Dick Schaaf. The Service Edge: 101 Companies That Profit from Customer Care. New American Library, 1989.